TTEC CONSULTING (UK) LIMITED

TTEC Digital First Party Voice Omni-Channel

Omnichannel for Customer Service offers a suite of capabilities that extend the power of the Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.

Features

• Multichannel/ omni-channel Customer Services, Case Management and Digital Service delivery
• Skill based routing
• Conversational IVR through PVA
• Live Transcription and Sentiment
• AI Driven sugestions and Topic clustering
• Call Insights
• Automatic contact identification
• Complete project Lifecyle from Design, Delivery, Deployment and Support
• Microsoft SaaS platform for Digital Transformation
• CX transformation to help envision digital technology roadmap

Benefits

• All-in-one Customer Service solution
• All from Microsoft, on the Microsoft cloud
• Connected customer journeys across all channels
• True Omnichannel analytics and insights
• Global delivery team for effective customer service.
• Award winning Microsoft Gold Partner
• Highly skilled teams with right shore positioning of consultants
• Secure and compliant infrastructure from Microsoft
• Solution aligned to Microsoft roadmap
• Accelerators and tools for better productivity and cost optimisation

£280 to £1,400 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@ttecdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

360662851567678

Contact

Wayne Kay
0113 5432620
gcloud@ttecdigital.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud where Microsoft is responsible for managing and running the cloud
• System requirements:
  • High Speed Connectivity to the Internet.
  • Personal Computer with required resources and compliant browser application.
  • Professional series headsets with USB connectivity.
  • Optional SIP VoIP phone with Power over Ethernet

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Priority 1 - Response time 2 hours- A system wide service failure effecting the whole business ; Priority 2- Response time 4 hours - The system is partially working, but the incident is affecting a small number of colleagues. ; Priority 3- response time 12 hours - An incident that stops individual colleagues from conducting normal activities. ; Priority 4- Response time 16 hours - A non-critical incident that is not stopping individual users from conducting normal activities
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: TTEC uses a global support model to provide monitoring and support of all Dynamics implimentation. The Client is responsible for monitoring, support and maintenance of Client provided services, unless covered by optional TTEC support services. Our Managed Services organisation consists of the following teams:; ; –Level 1 Technicians handle help desk calls and provide basic support / troubleshooting. They gather and analyze information about the issue(s), initialize and document the case and route the case to the appropriate team / escalate as necessary. ; –Level 2 Escalation Engineers perform end-to-end troubleshooting, search for known fixes, and escalate to Level 3 Support Architects as needed. ; –Level 3 Support Architects perform periodic and event-driven architecture support activities; ensure architecture documentation is current, and handle Tier 3 escalations, including the engagement Microsoft in product issues as required.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: As part of the onboarding post deployment support, TTEC will provide Day 2 support through our Managed Services operations. The handover process will be done through 3 key stages: Prepare and Plan , Absorb , Observe and Shadow ; Prepare and Plan: Will deliver an overall transition plan including schedule, deliverables, and exit criteria. This includes consulting and engaging the support team to facilitate the handover of what has been built as part of the solution ; ; Absorb: The support team and TTEC Digital delivery team will conduct knowledge transfer sessions with a detailed module wise handover of the solution. ; ; Observe & Shadow: The TTEC Digital team will watch and guide the nominated support team. This will culminate in the support team providing reverse knowledge transfer back into the TTEC Digital delivery team, thus ensuring a broad and deep knowledge of using, managing, and improving the solution over time is acquired. ; ; The level of support (number of resources) and SLAs will be determined in collaboration with Westcon as part of the project planning during the Prepare phase and Initiate and Design phase of the project. TTEC Digital has a robust ‘follow the sun’ support model that can support projects in different geographies.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: We also provide word documentation
• End-of-contract data extraction: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and this will be licensed to the customer so all of the data will continue to reside there and will not require any extraction.
• End-of-contract process: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and this will be licensed to the customer. The Handover ensures customer is able to manage and self-service once the contract ends.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: This solution is a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and can align seamlessly to desktop and Mobile depending on the customer requirements
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customization of this solution can be done as part of the project planning and delivery. This will follow project lifecycle to gather requirements for customization will follow Software Development Life Cycle (SDLC)

Scaling

• Independence of resources: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud scaling is part of the service provided.

Analytics

• Service usage metrics: Yes
• Metrics types: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and will align to predefined Microsoft best practices.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: Never
• Protecting data at rest: Other
• Other data at rest protection approach: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice for data protection.
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and this will be licensed to the customer so all of the data will continue to reside there and will not require any export.
• Data export formats:
  • CSV
  • ODF
• Data import formats: Other
• Other data import formats: XLS

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice for security.
• Data protection within supplier network: Other
• Other protection within supplier network: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice for security.

Availability and resilience

• Guaranteed availability: This solution is a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud, Microsoft guarantees 99% and above service availability.
• Approach to resilience: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice and guidelines for data security.
• Outage reporting: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud where Microsoft is responsible for managing and running the azure cloud and also responsible for informing the customer on Data outage and the subsequent corrective measures.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: TTEC considers the logical and physical access control rules and rights for each user or group of users together and clearly defines in standard user access profiles for each application based on need-to-know, need-to-share, least privilege and other relevant requirements.
• Access restrictions in management interfaces and support channels: TTEC requires that access controls be consistently managed for all systems and applications in networked and distributed environments based on the classification of and risks to the information stored, processed, or transmitted.; Access authorization, e.g. access requests, approvals and provisioning, are segregated among multiple individuals or groups. Access rights, including rights assigned to vendors, are reviewed at least annually.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Other
• Description of management access authentication: Authorized Users must be logged into the TTEC VPN to access system management areas of the service. Once connected to the TTEC VPN, the user would use specific logins to access the designated controls.

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Coalfire ISO Inc
• ISO/IEC 27001 accreditation date: Certification available on request.
• What the ISO/IEC 27001 doesn’t cover: Certification available on request.
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 18/03/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: At level one organizations can submit one or both of the security and privacy self-assessments. These are based off of the Cloud Controls Matrix and the CSA Code of Conduct for GDPR Compliance.
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 24/05/2017
• What the PCI DSS doesn’t cover: For further information please see - https://docs.microsoft.com/en-us/azure/compliance/offerings/offering-pci-dssuest.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC 1, Type II
  • SOC 2, Type II
  • HIPAA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: SOC 1, Type II and SOC 2, Type II, PCI DSS, HIPAA
• Information security policies and processes: The TTEC information security program has been designed to help protect the confidentiality, integrity and availability of Company and client information while enabling business and allowing information sharing in accordance with the Company's contractual and regulatory requirements. ; Regulatory requirements include Payment Card Industry Data Security Standards (PCI-DSS), the Health Information Portability and Accountability Act (HIPAA), the AICPA Web Trust Criteria and the Gramm Leach Bliley Act (GBLA).

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: TTEC has a configuration control program to maintain control of all implemented hardware, software and its system documentation and an archive for prior versions. All changes to IT services must go through the Change Management Process, except for development/certification environments. Company policy requires Requests for Change (RFC) be created for all changes to allow for review and approval of the change. Vendor led changes must also go through the Change Management Process.; RFCs must go through change impact and risk analysis and be approved by the one up manager, the associated business owner and the Change Advisory Board (CAB).
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice for security.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice for security.
• Incident management type: Supplier-defined controls
• Incident management approach: This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice for security. This solution is part of a SaaS-based off the shelf product by Microsoft, hosted in the Microsoft Azure cloud and aligns to Microsoft best practice for security.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  TTEC strives to do business in a sustainable manner and is committed to reducing our environmental impact. We pro-actively support and encourage employees and suppliers to:; • Balance environmental impact by avoiding waste; • Engage in innovative energy/water uses and reuse-reduce recycle programmes; • Lead/support initiatives designed to preserve our planet’s natural resources. ; TTEC complies with environmental laws and regulations within our business operations. Our commitment is evidenced by our annual Environmental, Social and Governance (ESG) Report, available on our website https://www.ttec.com/about-us/esg-growing-a-socially-and-environmentally-responsible-business; This report demonstrates that in 2021 we increased our environmental focus efforts by forming an Environmental Focus Committee comprising TTEC leaders from across the globe. They have developed a consolidated view of ongoing regional efforts so best practice is shared, and a comprehensive strategy developed. In 2021 TTEC completed a selection process to identify an external partner to establish our Environmental Management System; with the purpose of providing measurement, reporting and governance on meeting our environmental objectives. Implementation of this project started in January 2022, and along with providing a baseline for reducing our Green House Gas emissions, it will allow TTEC to set science-based targets; and develop comprehensive environmental policies and programmes and a clear carbon neutrality goal timeline.
• Covid-19 recovery:

  Covid-19 recovery

  TTEC was able to use our award-winning work-at-home model to quickly transition all staff to a remote working solution. Social distancing and safety measures were implemented for any members of staff still working in physical sites, including implementing directional markings and a clear, strict schedule to allow for social distancing; implementing temperature checks at entry points; installing hand sanitising points throughout the office; organising entry/exit ways; posting health and safety reminders throughout the site; regular surface disinfections. During Covid-19, we enhanced our offer to support those working remotely and developed a series of videos and webinars to support staff to cope with isolation whilst maintaining their health. This includes: iThrive videos (e.g. working in a team); key wellbeing webinars (e.g. Working from Home and Staying Sane); and targeted Covid-19 support/information videos (e.g. Self-Isolating Together, Vaccine Webinar). Our local recruitment team also conduct research on candidate demographics in sectors highly impacted by redundancies during Covid (e.g. retail, hospitality and tourism) to target job advertisements.
• Tackling economic inequality:

  Tackling economic inequality

  TTEC is tackling economic inequality by reducing the digital skills gap by adopting remote and hybrid location strategy across the UK, targeting disadvantaged areas to provide digital skills development. We provide training to enable a digitally skilled workforce, and support unemployed people back to work, in collaboration with our partners: ReAct, Jobs Growth Wales, DWP, Women Returners, Bridge to employment and Job Centre Plus. Around 20% of our workforce are hired through these channels. TTEC will partner with firms specialising in providing apprenticeships to underrepresented groups in the UK, specifically people with disabilities and long term unemployed. Our ‘TTEC Talent’ learning platform embeds developments in technology to improve digital accessibility throughout our business, providing ongoing learning courses in digital foundation skills. 10% of our workforce have taken funded and certified further education to develop digital skills through these technologies, alongside internal career paths following modular training pathways for agile, programming and coding basics. We use potential testing to establish candidates with talent and potential over experience and formal education. This opens positions to those from disadvantaged areas and removes aspects of the recruitment process that favour privileged candidates. Our hiring process includes CV writing and interview preparation support to provide a level-playing field for all applicants. Our recruitment and HR team are trained in monitoring diversity in our recruitment process and track applicants from each source to ensure the diversity of candidates. Our Europe executive team regularly reviews DE&I data and have appropriate benchmarks and targets that apply to the business.
• Equal opportunity:

  Equal opportunity

  As an Equal Opportunity Employer, we aim to hire local talent and offer part time and flexible working. To establish a diverse, representative workforce appointing managers will incorporate ‘positive action’ initiatives into a recruitment and selection process. TTEC Places advertisements in minority press, websites targeted at women and other platforms targeting groups under-represented in our workforce. We include statements that encourage under-represented groups to apply. Our hiring process includes a digital assessment element to ensure the process excludes subconscious bias. Post-hiring, we have programmes that focus on career paths for underrepresented groups. We provide hardware and software to meet diverse user needs, supporting individuals with visual, auditory, physical, speech, cognitive, language, learning, behavioural or neurological impairment. We are signed up to the Government’s Disability Confident Employer Scheme and offer interviews to all disabled people who meet the criteria for the role. TTEC have a dedicated DE&I council to ensure a diverse and inclusive workplace comprising employees across geographies, ethnicities, genders, and sexual orientations to shape programmes that educate, mentor and encourage conversations about diversity. Through our DEI programmes, we offer education, mentorship, employee resource groups, webinars, and recognition events to celebrate the diverse and culturally rich community we employ in 22 countries on six continents. In 2020, TTEC was named a Best Company for Diversity for the second year in a row by Comparably and in 2021, our company was named as one of the 50 Best Places to Work by InHerSight.
• Wellbeing:

  Wellbeing

  TTEC has an established practice of gathering data to support employee health and wellbeing. Information is gathered through Bi-monthly surveys; Gamified rating tool (80%+ using weekly); Back to work interviews; Team meetings; Feedback sessions with managers. We use this information to build initiatives to support employee health and wellbeing and address inequalities, including: •Leadership mental wellbeing training, including pandemic specific training •Internal and external mental wellness support options •Flexibility in schedules to allow for leave/breaks e.g. religious, parent-related, etc •Facilities catering to a diverse workforce e.g. prayer room, mother room, wheelchair accessibility, equipment for visually impaired (DSA workstation assessments) •Cultural bias and self-advocacy awareness training •Confidential Wellbeing register of employees, to provide additional support (Employee Assist Program, customised equipment etc) •Health & wellbeing webinars. We also offer employees: •Medical & Life assurance, Reward & Recognition, Mind, Body and Social Programs •Access to resources and tools including Confidential counselling, Stress and Mental Health, Relationships, Grief and Loss, Legal Support and Finances •Workout and Recreation Workspaces

Pricing

• Price: £280 to £1,400 a unit a day
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@ttecdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.